Client Care Lead - Home Care in Fareham

The Client Care Lead is responsible for managing the client journey from initial enquiry through onboarding and ongoing support, ensuring services are delivered in a safe, effective, caring, responsive, and well-led manner. Right at Home Solent & Southampton is a family run established care provider, with a CQC Outstanding Rating. We are known for developing our team in an honest and open workplace culture.

Key Responsibilities:

• New Client Enquiries, Assessments & Onboarding (Safe, Responsive & Well-Led)
• Act as the first point of contact for new client enquiries, responding promptly, professionally, and with compassion.
• Gather relevant information to understand needs, circumstances, and urgency of support required.
• Coordinate and book initial assessments within a 72-hour timeframe to ensure responsiveness to supporting the new client and their family.
• Work closely with care coordinators and recruitment around capacity planning to ensure client demand is met with carer capacity.
• Lead the onboarding of new clients, ensuring a smooth, reassuring, and well-managed transition into services.
• Ensure all assessments, documentation, consents, and care information are completed accurately and in a timely manner.
• Take a proactive approach with the welfare of clients, liaising with other healthcare professionals to ensure a joined-up circle of care for the client.
• Client Relationship, Retention & Advocacy (Caring & Person-Centred)
• Build and maintain strong, trusted relationships with clients and families.
• Act as a consistent and accessible point of contact throughout the client journey.
• Maintain regular communication through service reviews, quality assessments and feedback from carers to understand the client experience, and that their needs are being met.
• Advocate for clients, ensuring their wishes, preferences, dignity, and best interests are central to all decisions.
• Take a proactive approach to client retention through attentive, responsive, and high-quality relationship management.
• Ongoing Review, Responsiveness & Growth (Responsive & Effective)
• Proactively monitor for indicators of changing need, risk, or opportunity to improve outcomes through weekly review of MARs and Client records.
• Initiate timely QAs and service reviews of care arrangements to ensure services remain appropriate and person-centred.
• Work collaboratively with coordinators and care teams to adapt care packages as client needs evolve.
• Support sustainable growth by ensuring services flex in response to need rather than reaching crisis point.
• In advance of domiciliary care no longer fully meeting a client’s needs, provide clear, professional guidance to clients and families around the Live in Care service.
• Support clients and families to understand how live-in care can enable the client to remain living at home, in line with their wishes.
• Ensure transitions between care models are well planned, clearly communicated, and carried out with dignity and reassurance.
• Quality, Safety & Compliance (Safe, Effective & Well-Led)
• Monitor the quality of services experienced by clients, identifying risks, themes, and opportunities for improvement.
• Work closely with the Carer Experience Team, to ensure that carer competencies are at the level required to deliver a quality service.
• Organise Client Meetings (in partnership with the Carer Experience Team) with care teams supporting a particular client.
• Support adherence to relevant legislation, regulatory standards, and internal governance processes.
• Respond to concerns, complaints, or incidents in line with policy, escalating appropriately to the Client Care Manager where required.
• Play a key support role to the Leadership Team with Head office audits and CQC inspections.
• Ensure learning from feedback, complaints, and incidents is shared and embedded into continuous improvement.
• Collaboration, Systems & Professional Practice (Well-Led)
• Work in close partnership with care coordinators, the carer experience team, recruitment and leadership.
• Ensure accurate, timely, and confidential record-keeping in line with data protection requirements.
• Share insight from enquiries, assessments, and client feedback to inform service development and capacity planning.
• Role-model professional, ethical, and values-led behaviour at all times.
• Contribute to a positive, inclusive workplace culture that reflects organisational values of care, integrity, and belonging.

Skills & Experience:

• Essential
• Experience in a client-facing or coordination role within a regulated care, health, or community service environment.
• Strong understanding of person-centred care and safeguarding responsibilities.
• Proactive and responsive approach handling new enquiries, assessments, as well as sensitive conversations with clients and families.
• Ability to work within policies, procedures, and regulatory frameworks.
• Excellent interpersonal, organisational, and communication skills.
• Ability to identify risk, exercise sound judgement, and escalate appropriately.
• Desirable
• Familiarity with regulatory inspection frameworks (e.g. CQC or equivalent).
• Experience working with domiciliary and/or live-in care services.
• Experience supporting care reviews, service growth, or quality improvement.
• Level 2 or above NVQ in Health & Social Care or Equivalent Qualifications.

Values & Behaviours:

• Acts with integrity, compassion, and professionalism.
• Demonstrates responsiveness, reliability, and accountability.
• Places quality, client wellbeing, dignity, and safety at the heart of decision-making.
• Works collaboratively and respectfully with colleagues and partners.
• Committed to learning, improvement, and consistent excellence.

Measures of Success:

• New client enquiries are handled promptly and professionally to ensure new clients are coming on board in line with targets.
• Assessments and onboarding processes are smooth, timely, and well-coordinated.
• High levels of client retention through proactive review and responsiveness.
• Care packages adapt effectively as needs change, supporting growth and continuity.
• Positive feedback from clients, families, and regulators.
• Strong contribution to a safe, caring, responsive, and well-led service.